Why CSR Frank Is So Good

Last week I needed customer service/tech support from a business. Boy is Frank good. No wonder his employer has been around since 1909. They hire quality people who care.

Before jumping into why Frank is so good, I want to share the treatment I received from about 50 printers I called last week. I was following up after a Webinar I gave and was amazed at the greeting encounters I had with these printers.

I could just feel the culture flowing through the phone lines when they answered. Many did a great job making me feel unique and special right out of the gate without judging if I was a cold caller. Others asked a few qualifying questions to see if I was worthy of a transfer. Others did not let me get past go no matter what I said. They were jaded and disrespectful toward me.

Also, once I connected with the person I saw the same pattern as from the gate keeper. The reaction was either one of warmth, respect and openness, or one of judging, drilling me and shoring me up quickly.

Anyone that does cold calling for a living knows this story well. Companies need to be careful not to judge before giving anyone calling the business. Some of those people calling just may be a prospect, or may be able to help your business grow!

Now back to the Frank story. I have retractable ladder in my garage and the spring assembly let go. At the bottom of this 20 year old ladder there was a caution sign with 11 tips on installing and maintaining it, complete with diagrams and pictures. All on a well designed 5x6˝ red sticker. Someone at American Stairway took the time to think like a customer.